Shrome Sayles

Bookkeeping Team Leader

Fort Sill National Bank

09.2013 - Current

Assisting customers in a call center setting with the following.
Balances
Transfers
Overdraft Protection
Assisting with gathering information a customer may have requested such as but not limited to Bank statement, Verification of Assets, Deposit History, and Copies of checks
Leadership duties include the following
Balance daily ACH and check reports
Report chargeback on a customer account
Assist with correcting deposits and withdrawals that were rejected
Monitoring new online accounts for suspicious activity
Conducting ACH investigations for transactions reported as Unauthorized and Forgery cases for checks reported as stolen
Train new employees
Assist challenging or problematic customers
Collected, arranged, and input information into database system.
Supervised team members to confirm compliance with set procedures and quality requirements.
Built strong relationships with customers through positive attitude and attentive response.
Evaluated staff performance and provided coaching to address inefficiencies.
Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
Utilized up-to-date information to make effective decisions governing bank operations.
Calculated fees due, interest and change for customer transactions.
Performed account maintenance by closing out accounts and changing customer addresses.
Supported tellers by processing transactions involving money orders and cashiers checks
Opened new accounts and made changes to existing accounts
Wrote and distributed customer correspondence.
Trained new hires on customer service policies and procedures.
Helped customers prepare documents required to complete transactions and process requests.
Investigated and resolved account issues by offering applicable options to customers.
Handled various accounting transactions.
Monitored and verified suspicious activity on customer accounts.
Referred customers to other banking departments for specialized services.
Maintained friendly and professional customer interactions.